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Tier 2 Salesforce QTC Success Agent
Customer Success – Support Services and Renewals
US - Illinois - Chicago

Tier 2 Salesforce QTC Success Agent

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win.

Salesforce CPQ extends the Salesforce Sales Cloud with fully integrated Quote-to-Cash (QTC) capabilities.  Salesforce QTC has a talented team with unmatched cloud computing experience and a unique culture, totally focused on taking good care of our customers, partners, and employees. Join us!

Salesforce QTC innovative apps enable companies to easily and accurately manage the entire deal close process-from generating quotes and configuring orders to collecting cash-helping customers grow revenue faster than ever before.

Mission of this role is to…
The Tier 2 Success Agent provides the highest level of communication to customers in need of support. The Tier 2 Support Agent is responsible for supporting existing customers’ Salesforce Quote-to-Cash instances. The agent analyzes issues logged by customers, leverages product expertise and shares best practices to drive to case closure. The agent follows standard support practices and procedures while providing an excellent customer experience.  The Tier 2 Support Agent plays a critical role in helping customers to realize the value of their software investment.  

Job Responsibilities
  • Understand Quote-to-Cash processes and become an expert in Salesforce Quote-to-Cash
  • Understand customer’s business needs
  • Provide top level of support that ensures customer’s success
  • Quickly analyze tickets logged by customer and assist them with resolving the issue
  • Respond to and update the open tickets in a timely fashion and manage dozens of tickets at a time
  • Answer questions relating to the customer’s instance, Salesforce Quote-to-Cash, and salesforce.com
  • Train other agents and document best practices and new processes
  • Communicate product ideas, bugs, and customizations to the product development team

Job Qualifications
  • Bachelor’s degree required (preferably in Computer Science or an engineering discipline)
  • SFDC Certified Administrator, SFDC Certified Developer or SFDC Platform App Builder preferred
  • Experience in writing/troubleshooting Apex Triggers and Apex Classes preferred
  • Prior experience with Apex, Visualforce, JavaScript, HTML, and CSS
  • 1 - 3 years experience working in SaaS
  • History of strong software troubleshooting skills
  • Customer facing experience or demonstrated ability to communicate with customers is required
  • Passion for customer’s success and patience in working on challenging issues
  • Natural curiosity for learning about new subjects
  • Ability to learn technology quickly through instruction and self-training
  • Exceptional verbal communication skills with friendly, patient and professional phone demeanor
  • Exceptional written communication skills with the ability to quickly compose clear and concise answers
  • Business analysis and requirements gathering abilities is a plus
  • CPQ experience is a plus

Would you like to apply to this job?

Apply for the Tier 2 Salesforce QTC Success Agent position


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